Hm, I see that a lot of people are confused how to use the ticket system
You guys need to click on the category (in this case hotspots and then there you have a button "New")...
Anyway I had a look at your site and it is using mootools 1.1 instead of 1.2 .
If your mootools update plugin is on - then you have another plugin that is actually preventing it from doing its magic. My advise here would be - turn some plugins off till you find the basterd. (from previous experiences - the JB library was always causing this - I don't know if you use this one).
Regards,
Daniel